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TEAM SUPERVISOR - BARCELONA

Date : 2017-03-31 06:15:19

TEAM SUPERVISOR - BARCELONA
FRENCH OR ITALIAN OR SPANISH NATIVE

Key responsibilities include:
As a front line Supervisor of 10-15 associates, the Team Supervisor will provide coaching, guidance, and mentorship to drive achievement of individual and team performance goals. The Team Supervisor is responsible for providing timely and efficient service to our Sellers by optimizing the productivity of team that results in a perfect Seller Interaction. Other responsibilities include interviewing, training, performance management and employee engagement.

The successful candidate will have a commitment to achieving excellence in the Associates and Seller experience, and therefore a strong record of customer focus, a passion for employee development and a keen interest in process improvement are key requirements for this role.

· Manages performance and behavior of 10-15 Associates through effective 1:1 meetings, coaching, and mentorship.
· Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.
· Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement.
· Ensures that Associates have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience.
· Partners with workforce management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.
· Manages schedules, monitors adherence, time-off planning, and attendance in partnership with Workforce Management.
· Participates in daily events to identify and implement process improvement change initiatives.
· Conducts Seller interaction audits and provide coaching to improve performance.
· Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
· Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
· Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and questions.

The ideal candidate will have a strong background in customer service team management and supervision, ideally in a similar environment.
Fluent English skills are required for this role.

BASIC QUALIFICATIONS
· Minimum of 2 years supervisory experience in a customer service environment, experience within a contact center preferred.
· Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.
· Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
· Demonstrates ability to analyse data, using the data to drive decision making.
· Fosters a positive team environment and collaboration within the site.
· Easily approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers.
· Demonstrates effective, clear and professional written and oral communication.
· Strong prioritization and time management skills, with a high degree of flexibility.
· Ability to embrace constant change with flexibility and good grace.
· Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.
· Demonstrates effective communication, composure, and professional attitude.

PREFERRED QUALIFICATIONS
· Advanced computer skills using a variety of programs highly desired
· Significant email and online Seller/ customer service experience preferred

If you are interested do not hesitate and send your CV to ana@approachpeople.com

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Approach People Recruitment was first established in 2000 and has, since then, become a leader in International Recruitment in Western Europe. We work closely with many of the World’s leading Multinational Companies to find their future talents.

We aim to offer highly professional advice to our candidates, taking into consideration their expectations and career goals. We try to constantly obtain new employment opportunities that match well our candidates’ skills and offer interesting career opportunities.



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